Abstract

This Research represent method survey Royal Inn Hotel of Malang with title " Analyse the Service Quality in Royal Inn Hotel of Malang In Order To Improving the Quality to Customer".
Target of research is to know what is quality of Royal Inn Hotel of Malang have as according to desire of customer and to know aspect what is need to be improve from Royal Inn Hotel of Malang.
This Research use method of QFD that is with house of[is quality of (Of Quality House). Result of this research indicate that the quality of Royal Inn Hotel of Malang enough nicely with mean satisfaction of customer 3,82. however still below/under Malang Hotel Pine with mean 3,97. From 34 attribute of quality of service, altogether have the quality of which still less compared to competitor. Repair pursuant to attribute given high priority at attribute create balmy and calm atmosphere during sleep rest guest ( 9,125). Pursuant to technical respon given high priority at attribute having high wight and gap of benchmarking that is constructing good relation with guest ( wight 0,879 and gap - 5,19).